Nadav_Kremer | 2020-06-17 02:18:20 UTC | #1
Hi!
I'm using the Preview Dialing (voice) and I'm looking at endpoint
/api/v2/analytics/conversations/details/query https://developer.mypurecloud.com/api/rest/v2/analytics/#post-api-v2-analytics-conversations-details-query
and I have seen several conversations without any *wrapUpCode* anywhere in the response.
On which cases does this happen? Is there another place to look when trying to get the resolution of a call besides wrapUpCode ?
anon11147534 | 2020-06-17 08:20:07 UTC | #2
Hi,
From this page about wrapup codes:
Wrap-up codes indicate the nature of an interaction. Agents specify wrap-up codes after completing an interaction; for example, a completed sale, a customer dissatisfied with service, or a billing problem.
Nadav_Kremer | 2020-06-17 13:33:44 UTC | #3
Thanks!. Then, do you know where is the place in the API to look for status like "disconnected", "busy", "answered", etc?
anon11147534 | 2020-06-17 15:05:48 UTC | #4
You can use /api/v2/conversations/calls/{conversationId} It will give the status per call participant. Hope this helps.
Nadav_Kremer | 2020-06-17 15:18:10 UTC | #5
Thanks! I tried it too, but it isn't returning participants even though the endpoint /api/v2/analytics/conversations/details/query did
tim.smith | 2020-06-18 14:04:16 UTC | #6
Nadav_Kremer, post:1, topic:8040
I have seen several conversations without any *wrapUpCode* anywhere in the response.
On which cases does this happen?
Calls that are in progress and haven't been wrapped yet won't have wrap up codes set. If you believe that a particular conversation should have a wrap up code set and does not, please open a case with Genesys Cloud Care to investigate as customer-specific data, like the data of a specific conversations, cannot be investigated via the forum.
system | 2020-07-18 14:04:17 UTC | #7
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This post was migrated from the old Developer Forum.
ref: 8040